A map for the changing landscape of utility customer experience

Rebecca Harris, Research Analyst –

As ideas about customer experience change, the metrics utilities use to measure customer experience change.

Utilities have a plethora of options to measure customer experience. They can use outside sources like J.D. Power or internal customer satisfaction surveys. In recent years, utilities have moved from average customer satisfaction and average call time to net promoter scores and first call resolution. Utilities are focusing on voice of the customer and employee engagement data to dig deeper into the components of more surface-level scores.

Utilities are always searching for the most accurate metrics that best show how well they’re serving their customers. And studying the best metrics may become even more important if performance-based regulation becomes more popular in a distributed-generation future. Even without a regulatory shift, utilities must choose which customer experience metrics to report on periodic scorecards to internal and external stakeholders.

To provide our members with a better map to the shifting landscape of customer experience in the utility industry, Chartwell launched its Customer Experience Survey this week. The survey is designed to measure today’s most popular customer experience metrics. The survey will provide insights into how utilities measure voice of the customer data, market research trends and the state of omnichannel rollout.

We would like to invite your utility to participate. Respondents to Chartwell’s Customer Experience survey will receive a datasheet containing all responses. All answers are anonymous. You can access the survey by emailing Zahra Dhanani at zdhanani@chartwellinc.com.

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